Manager, Technical Account Management

<h2>Who we are</h2> <h3>About Stripe</h3> <p>Stripe is a financial infrastructure platform for businesses. Millions of companies, from the world’s largest enterprises to the most ambitious startups, use Stripe to accept payments, grow revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have significant work ahead. This is an opportunity to help put the global economy within everyone’s reach while doing meaningful work.</p> <h3>About the team</h3> <p>The Technical Account Management (TAM) team partners directly with our largest and fastest-growing users. We support them proactively through a consultative model and reactively to resolve their most complex issues, helping them grow their businesses.</p> <p>We partner closely with Sales to attach the right support plans to the right users at the right time. We take a user-first approach, capturing feedback on what we need to offer to delight users and exceed expectations. We operate with a scaled, proactive, and preventive mindset to help ensure users have a smooth experience with Stripe.</p> <h2>What you’ll do</h2> <p>Stripe is looking for an experienced leader to lead and grow the TAM team responsible for supporting our largest and most strategic users. You will lead a high-performing team of experienced TAMs and manage managers who are motivated by improving the lives of Stripe’s users.</p> <p>You will set the standard for strategic user partnership and support, influence globally, and partner closely with go-to-market, Product, Engineering, and Support organizations. You will build a user-first culture with high accountability, collaboration, and a scaling mindset. You will also coach and develop your team to unlock its potential. This role reports to the Head of Technical Account Management, Direct.</p> <h3>Responsibilities</h3> <ul> <li>Partner with TAM leadership to shape the strategy for Stripe’s largest segment and most complex engagements.</li> <li>Lead a team of Technical Account Managers who work with Stripe’s largest users.</li> <li>Hire and retain top technical talent as the team scales.</li> <li>Guide the TAM organization to deliver exceptional service experiences, grow services revenue, and contribute to strategic programs.</li> <li>Ensure team members are effective, supported, and growing in their careers and user work.</li> <li>Set clear goals and direction for the team and each individual, and provide regular feedback on team members’ performance.</li> <li>Analyze user feedback and experience data to improve efficiency and quality.</li> <li>Advocate for Stripe users and champion their needs internally.</li> <li>Model and reinforce Stripe’s user-first philosophy and culture of transparency, e